One of the first steps entrepreneurs do when setting up a new business is creating an email address like firstname.lastname@example.org for communication with clients and partners. If you are a solo operation and use Gmail or Outlook for your support queries, everything should be perfectly fine. Both let you easily answer, delete, tag emails, connect multiple email addresses and a few more things.
About 40% of our customers start using LiveAgent after switching from a shared mailbox. The most common reason they move from an Outlook or Gmail powered team inbox is that they have simply outgrown it. Problems usually start to appear when you lose your “one-man-op” status, and there’s 2 or more in your team. Email count starts to increase, scaling becomes problematic, and assigning emails to certain team members is close to non-existent. That’s when you realize, that it’s time to look for something different.
Let’s step back and look and see why it’s time to boost capabilities of your shared mailbox. In other words, switch to a proper support mailbox software.
1. Too many cooks in the kitchen
With almost zero possibility to assign emails to certain teammates, many times they will unknowingly work on the same customer email, often responding differently. LiveAgent’s “agent collision detection” lets you see who is replying to an email and even see what they’re typing in real-time. It gives your customers an impression that your team is well organised and consistent.
2. Missed e-mail connections
Restrictions on configuring a shared mailbox can lead to significant issues for your support team. Emails get lost, buried, accidentally deleted – the list goes on, and no one is responsible. As a business grows, so does the support team. These situations become more common and creating a workflow to automate the simple tasks is critical. LiveAgent stores your complete email history with a log of activity on each email.
3. No priorities or folders
All of your customers deserve attention and fast responses, however, it’s no secret that your best customers drive a disproportionate share of your business. That’s why they deserve VIP care. A shared mailbox doesn’t let you prioritise emails, which can lead to an important email from your VIP customer getting lost. Setting priorities is closely connected to mailbox departments and assigning tags and SLAs - which is also a great advantage and comes with the basic package of LiveAgent.
4. Customers reach out through Facebook, Twitter or Phone
Customer service trends for 2017 indicate that providing super fast answers is the key to success. If you don't reply to their email fast enough, they'll pick up the phone, go to Twitter or Facebook. This can create chaos for a team that doesn't have any way for consolidating inquiries from multiple channels. If you have a help desk software, you'll know each customer wherever you meet them, and see their case status on every channel.